System and method for efficient call management for directory assistance services

ABSTRACT

A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

RELATED APPLICATIONS

This application is a continuation application of U.S. patentapplication Ser. No. 12/699,308, filed on Feb. 3, 2010, which in turn isa continuation of U.S. Pat. No. 7,672,441 field on Nov. 20, 2007, whichis a continuation of U.S. Pat. No. 7,346,157 filed on Oct. 16, 2003,which in turn claims the benefit of priority from U.S. ProvisionalPatent Application No. 60/418,739, filed on Oct. 16, 2002, the entiretyof which are incorporated herein by reference.

FIELD OF THE INVENTION

The present invention is directed to a system and method, which allows arequester to contact a communication apparatus user, and in particular,to a system and method which provides directory and other informationassistance services.

BACKGROUND Description of the Related Art

Within the last decade the need for directory assistance services hasdramatically increased. More and more people are carrying cellularphones, personal digital assistants, pagers, wireless messaging devicesand so forth. It is almost impossible to keep a record of all thedifferent contact information of a person that needs to be contacted.People often change their wireless carriers or lose their portabledevices and replace them with new contact information. As such thedirectory assistance services are expanding their capacity to obtain,store and update all the necessary contact information to provide accessto a calling party.

On the flip side, people who travel with their wireless devices often donot have access to traditional directory listings, such as yellow andwhite pages. Therefore, when they need to contact a person or abusiness, they also resort to directory assistance services.

With such proliferation of need for directory assistance services, thework load on customer service representatives or operators that searchand retrieve the requested information is ever increasing. Withincreased load, the waiting time to service a caller's requestincreases. Sometimes, when a caller calls for information the phonerings many times before the next available operator begins to servicethe call.

Furthermore, because people are using directory assistance serviceswhile traveling from one place to another, often time they needinformation based on their geographic location, such, as for example,directions to a destination, or closest business establishment for theirvarious needs.

Thus, there is a need to devise systems and methods that enhance theefficiency of directory assistance services to meet the growing demandfor such services.

OBJECTS AND SUMMARY OF THE INVENTION

Thus, one objective of the present invention is to provide a convenientmeans to search though stored database listings based on geographiclocation.

Yet another object of the present invention is to enable systemoperators to search multiple criteria simultaneously so as to provide arequester with faster data retrieval with more accurate and desirableresults to their queries.

Still another object of the present invention is to decrease the amountof operator input in order to properly search for the requested. Thedecreased need for inputting search criteria, which in many cases isrepetitive from call to call, expedites the retrieval of informationwhich leads to overall faster service per call.

Another object of the present invention is to provide a number ofoptions for the delivery of the requested listing to the requester.

In combination, these and other objectives result in a more efficientcall management system for directory assistance services.

Thus, in accordance with one embodiment of the invention, the directoryassistance system is capable of meaningfully utilizing the geographiclocations of the requested listings as well as cross referencing thatinformation with other information stored in the listing to provide themost accurate information possible to the requester.

In accordance with another embodiment of the invention, the directoryassistance system and method allows an interface mechanism that isarranged such that, based on the incoming caller DID and serviceprovider or the numbered dialed by the caller, or the location of thecaller (derived from either area code or from location determinationequipment such as GPS), the system operator is prompted with particulardata search screens which minimize repetitive data entry. Furthermore,the system is configured to deliver the desired data to the requester ina format selected by the caller without utilizing cumbersome technology,no as to reduce delays associated with data delivery.

In accordance with yet another embodiment of the invention, in additionto facilitating and expanding subscriber listing searches, the presentinvention allows for multiple options for distributing the desiredinformation to the requester through out of band signaling so as to bothincrease information delivery options as well as reducing delays causedby using traditional means of information delivery

To this end the present invention is directed to providing methods toenhance the speed at which accurate data is retrieved and delivered tothe requesting party. By employing more efficient means for searchingand delivering requested data, the system advantageously provides bettercustomer satisfaction while simultaneously reducing unwanted overheadcosts for system operation

BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, there are shown in thedrawings several forms, which are presently preferred, it beingunderstood, however, that the invention is not limited to the precisearrangements and instrumentalities shown.

FIG. 1 is a diagram of a communication assistance system of the presentinvention in accordance with one embodiment of the present invention;

FIG. 2 is a field diagram of an incoming call information record inaccordance with one embodiment of the present invention;

FIG. 3 is diagrams of a first embodiment of tables used to create andorganize the primary identification database in accordance with oneembodiment of the present invention;

FIG. 4 is a field diagram of a call completion data packet in accordancewith one embodiment of the present invention;

FIG. 5 is a flow chart demonstrating the operation of the system inaccordance with one embodiment of the present invention;

FIG. 6 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention;

FIG. 7 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention;

FIG. 8 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention;

FIG. 9 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention;

FIG. 10 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention; and

FIG. 11 is a search screen for the communication assistance system ofFIG. 1, in accordance with one embodiment of the present invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Referring now to the drawings, wherein like reference numerals refer tolike elements, there is shown in FIG. 1, a communication assistancesystem 2 in accordance with one embodiment of the present invention.System 2 allows a requester 4 to initiate communications with subscriber6, even where requester 4 does not know the identification number ofsubscriber 6. Subscriber 6 refers to either a wireless device used by asubscriber to a wireless service or a land device used by the subscriberto a land based service provider, and will be used throughout theapplication to refer to the subscriber that the requester 4 intends toreach. Requesters 4 can access system 2 via a traditional wireline LocalExchange Carrier (LEC) and/or Inter-Exchange Carrier, via a wirelesscarrier (including both voice and data access) or via connection to theInternet Subscribers 6 can be any known wireless communication deviceincluding cellular telephones and modems, pagers, PCS phones and modems,RIM Blackberry, wireless PDA, instant messaging devices, SMS devices andthe like as well as all traditional land based telephony devices.

Although the present invention is described in terms of a system andmethod that accommodate and search for listings of subscribers, theinvention is not limited to such. It is contemplated that the presentinvention can be implemented to accommodate any subscriber 6 includingthose for which a published identification directory is desired, forexample a Personal Digital Assistant (PDA) with voice communicationcapability, etc.

Communication assistance system 2 is preferably coupled to one or moreservice providers 26 directly through the wireless MSC (Mobile SwitchingCenter) 8 or via public switched telephone network (PSTN) 10,

As shown in FIG. 1, system 2 is preferably comprised of one or moreswitches and integrated voice response units (VRU) 12 (the VRU may bestandalone instead of integrated as described above), billing databases14, primary call centers 16, subscriber identification number (WAIN)listing databases 18 and a plurality of operator terminals 20 runningagent application 19 accessing enhanced service modules 21 that may beoperated by an agent, closing prompt storage module 13, call completiontable 17, a wide area network 25, closing prompt modules 27 coupled toagent applications 19, and a computer telephony interface 29. Inparticular, billing database 14 is connected to WAN 25 and can becoupled to any component of system 2. Switch units 12 are coupled toMobile Switching Centers (MSCs) 8 and PSTN 10 as well as primary callcenter 16. Primary call center 16 is also coupled to at least oneoperator terminal 20 and subscriber identification number (WAIN)listings database 18.

The connection between primary call center 16 and operator terminal 20is such that voice communication is transmitted directly between the twoand data information is transmitted via computer telephony Interface 29.Operator terminal 20 is not only connected to the subscriberidentification number (WAIN) listing database 18 but also to otherdatabases and software application modules as well.

It should be noted that system 2, illustrated in FIG. 1 is intended onlyas an example of one possible configuration so directory assistancesystem 1, however this is in no way intended to limit the scope of thepresent invention. Any similar system 2, which utilizes similarcomponents to provide white page listings is within the contemplation ofthe present invention.

In operation, primary call center 16′ receives forwarded calls fromprimary call center 16 in the case where system 2 is experiencingoperational problems or a volume of requests that exceed its capacity.An important benefit provided by this arrangement is that the primarycall center 16′ of system 2′ is able to act as an overflow unit forprimary call center 16 of system 2 in the event that system 2 isexperiencing technical difficulties or high call volume. Thisconfiguration allows primary call center 16 to route calls to primarycall center 16′ during periods of high volume, even in the event of abreakdown in the primary direct connections of system 2 as describedabove.

Another component of system 2 or 2′ is call completion table 17. Callcompletion table 17 allows switch 12 to select an outbound trunk groupthat can most efficiently route the call to the end destination. Forexample, if requester 4 requests a traditional directory assistancelisting (i.e. a wireline business or residential listing), serviceprovider 26 of requester 4 may prefer to complete these calls on theirown network. In this case call completion table 17 would select anoutbound trunk group to service provider 26 of requester 4. In the casewhere requester 4 requests a subscriber identification number (WAIN)listing of a subscriber 6, it may be more desirable to complete the callvia the network of the service provider 26 of the subscriber 6. In thiscase call completion table 17 would select a direct outbound trunk groupto service provider 26 of subscriber 6.

Call completion table 17 also allows for the programming of multipleoutbound routes for each call depending on, hut not limited to, the timeof day, the service provider 26 of the requester 4, the service provider26 of subscriber 6, corresponding rates for each service provider 26 andthe NPA/NXX of the destination.

WAIN listing database 18 and WAIN listings database 18′ are similarlyarranged, and are preferably mirror images of one another. Althoughoperator terminal 20 is not shown directly coupled to primary callcenter 16′ and WAIN listings database 18′, operator terminals 20 can beso coupled via WAN 25, or can access call center 16′ and database 18′via primary call center 16 as shown in FIG. 1. This overcomes situationswhere database 18 is down in system 2, such that operator terminal 20completes the call using information stored on database 18′.

The links coupling the various components of system 2 together and withservice providers 26 via Mobile Switching Center (MSC) 8 and PublicSwitched Telephone Network (PSTN) 10 can be any known voice and/or datacommunication technologies, including wide area networking and localarea networking communication technologies, for example, digitalsubscriber lines (DSL), digital T-ls, leased lines, satellite orwireless links, Integrated Services Digital Network (ISDN) circuits,asynchronous transfer mode (ATM), Ethernet, token ring, fiberdistributed-data interface (FDDI) and the like. It is also presumed thatthe various components of system 2, service providers 26 and PSTN 10 arearranged with appropriate communication hardware interfaces to transmitand receive data across the communication links. For example, wirelessservice providers 26 may interface directly with system 2 via MobileSwitching Center (MSC) 8 hardware coupled directly to switch 12 ofsystem 2. Switches 12 can be any switches that preferably include anintegrated voice response unit. Many functions performed by switches 12are known to those of ordinary skill in the art and include telephonecall routing between trunks, converting one signaling type to another,such as between a digital signaling system, dual-tone multi-frequency(DTMF) multi-frequency (MF) signaling, ISDN, SS7, etc., and capturingcall length and destination data for billing, etc.

As shown in FIG. 1, when a call comes into switch 12, the call isidentified by a DNIS which relates to the number dialed by therequester, so that appropriate data generated by system 2, such as callcompletion data packets 50 (FIG. 4), can be routed to the correct switch12 to complete the call, as will be explained in more detailhereinafter.

Upon the initiation of a call completion, switch 12 is configured topass the originating phone number of requester 4 and/or the numberdialed by requester 4 to MSC 8 or PSTN 10 for delivery to subscriber 6.This enables subscriber 6 to screen in-bound calls.

As shown in FIG. 1, a closing prompt storage module 13 is configured tostore a variety of closing prompt messages and data, such that when theswitch 12 completes the call from requester 4 to subscriber 6, switch 12can play any one of a variety of closing prompts based on theinformation received from a call completion data packet 50. The mode ofdelivery of the message can also be controlled by the customerrepresentative as will be described in more detail below. Although onlyone switch 12 is illustrated in FIG. 1, any number of switches 12 can beused in system 2 to increase the capacity of system 2.

FIG. 2 illustrates an incoming call information record 15 provided byswitch 12, after switch 12 receives a call from requester 4. Record 15is sent to primary call center 16.

In accordance with one embodiment of the present invention, incomingcall information record 15 contains a number of fields which may includebut is not limited to: number dialed by requester field (DID; DirectInward Dialing), preferred language code field, originating phone numberof requester field and requester service provider field and feature codefield.

The number dialed by requester field contains the number dialed by therequester and may be used to identify the originating switch location ofthe incoming call. The number dialed by requester 4 can be used bysystem 2 to provide operator terminal 20 with information so as to useparticular search screen as will be discussed in more detail below.

The preferred language code field contains information indicating thelanguage preference of requester 4. System 2, and in particular switch12, maintains the ability to translate many different dial strings intosystem 2. One possibility for determining the preferred language ofrequester 4 is to automatically route calls from a particular dialednumber, for example NPA-555-1818, directly to, for example, Spanishspeaking operators. The preferred language code field is used to routecalls to primary call center 16 via switch 12 by way of incoming callinformation record 15.

The originating phone number of the requester field holds theoriginating phone number of requester 4. The requester service providerfield conveys the service provider of requester 4. This field allowssystem 2 to identify the calling party's service provider 26 for usewith various functions such as introduction prompts, closing prompts,billing information, usage tracking, etc. One example of how thisinformation is utilized by system 2, as described above, is to allowoperator terminal 20 to use particular search screens based on theidentity of the service provider, as will be discussed in more detailbelow.

The feature code field holds information that can be used to identifyany special features associated with requester 4′s device. Thesefeatures could include, but are not limited to: promotional rate plans,standard rate plans, bundled service plans, device capabilities and thelike. For example, service provider 26 may offer unlimited directoryassistance for a flat fee per month, or could offer services free for apromotional period.

Although only five fields are identified for incoming call informationrecord 15, any number of fields that are used to provide system 2 withthe necessary data to complete a call is within the contemplation ofthis invention.

Call centers 16 and 16′ are comprised of hardware and software whichaccept inbound, calls from switches 12 and which distribute the calls tomultiple operator terminals 20 using standard Automatic CallDistribution (ACD) technology. Operator terminal 20 interacts withdatabase 18 to search for and retrieve a WAIN corresponding tosubscriber 6. The search can be done using a single field or combinationof fields, defined in table 52A as discussed below.

Call center 16 and 16′ can be comprised of one or more processorscoupled together in a networked arrangement to accomplish thesefunctions, and can be constructed using known computing technology suchas using personal computers, mini or mainframe computing devices,routers, switches and the like. Because the arrangement and operation ofcall centers 16 and 16′ are similar, discussion of primary call center16 is understood to also describe primary call center 16′.

Computer telephony interface (CTI) 29 is disposed between call center 16and operator terminal 20. CTI 29 is configured to route the data portionof an incoming, requester 4 call, such as the number dialed by therequester and the originating phone number of the requester to operatorterminal 20, while the voice portion of the call is transmitted directlybetween call center 16 and operator terminal 20. While not discussedhere, n is contemplated within the context of this invention that thedata portion of an incoming requester 4 call could be sent to operatorterminal 20 using in-band signaling (i.e., with the voice path of thecall) as well.

Operator terminal 20 can also be any known computing device capable ofreceiving and displaying data on its display, including but not limitedto a personal computer, UNIX workstation and the like. Although it ispreferred that a separate customer service representative telephone beimplemented as part of system 2 and coupled to primary call center 16for communicating with requester 4, Operator terminal 20 is not limitedto this arrangement. For example, operator terminal 20 can be arrangedto contain an integrated telephone (as shown). In other words, anyarrangement that allows a customer service representative to engage inoral communications with requester 4 is sufficient. In addition,although only a single operator terminal 20 is shown, system 2 is notlimited to this arrangement. It is contemplated that system 2 iscomprised of multiple operator terminals 20 such that more than onecustomer service representative is available to accommodate the users ofsystem 2.

In one embodiment of the present invention VRU switch 12 allowsrequester 4 to communicate with system 2 by providing a series of voiceactivated responses and interactive menus. In this configuration, VRUswitch 12 allows requester 4 to verbally communicate with system 2alleviating the call volume burden on operator terminals 20.

It should be noted that primary call center 16 and its communicationwith switches 12, operator terminal 20 and database 18 as well as thearrangement and communication between primary call center 16′ andswitches 12′ can be implemented in accordance with the connectivity andcommunication techniques described in U.S. Pat. No. 6,404,844, filedNov. 24, 1999, issued on Jun. 11, 2002, the contents of which areincorporated herein by reference. In an alternate embodiment of thisinvention it is contemplated that a requester 4 may interact with anagent using a non-voice method such as, but not limited to: ShortMessaging Service (SMS), Wireless Application Protocol (WAP), Live Chat,and Instant Messaging as will be discussed below.

Agent application 19 platform is used to operate operator terminals 20and databases 18. System 2 not only supports the communications betweenthese modules but also prepares a call completion data packet 50 that isto be sent to switch 12 to ultimately complete the call.

To create call completion data packet 50, operator terminal 20 and agentapplication 19 require information to be retrieved from database 18.This data is used to populate the various fields of call completion datapacket 50.

An out of-band processor 200, as illustrated in FIG. 1 is configured toprovide a direct out-of-band connection between operator terminal 20 andswitch 12 so as to allow the operator on system 2 to send signalsdirectly to switch 12 for completing the call to requester 4 withoutgoing through the traditional cumbersome and system slowing methodsutilized in the prior art directory assistance systems.

In this configuration, out-of-band processor 200 is able to directlyconvey to switch 12 a variety of commands relating to the completion ofcalls with requester 4. For example, if requester 4 wishes to beconnected to subscriber 6, switch 12 can end the call by connectingrequester 4 to subscriber 6. Or, in the event subscriber 6 isunavailable, out-of-band processor 200 can directly inform operatorterminal 20 to reconnect to requester through primary call center 16.

Alternatively, out-of-band processor 200 may convey the instructions ofoperator terminal 20 to switch 12 to end the call by delivering thenumber to subscriber 4 by either SMS, WAP, HTTP or any other meanssupported by requester 4. This is particularly advantageous in the casewhere requesters 4 are using wireless devices and may not have theability to write the requested information down.

Out-of-band processor 200 is configured to relay the connection decisionto switch 12 as made at operator terminal 20. The call closing decisionis made by the customer service representative at operator terminal 20.The options may either be set to defaults. For example, requester 4,prior to making any calls associated with that originating phone numbermay set the default for information delivery to SMS, e-mail, HTTP or anyother format supported by the wireless device used by requester 4. Otherdefault options may include always completing directory assistancecalls, completing the call and sending the number for storage in thedevice, or any other deliver options available through system 2.

Alternatively, if no defaults have been set by requester 4, uponretrieving the desired information requester 4 can select a deliveryoption to be entered at operator terminal 20 by the customer servicerepresentative. This allows a more efficient means of completing callsto requester 4, by eliminating the need for the customer servicerepresentative to dictate the number to requester 4 and it alsoeliminates the need for sending the DTMF connection tones to switch 12“in band” so as to reduce the overall time for delivering requestedinformation.

Database 18 is preferably any known database system which can beprogrammed to store all of but not limited to the following: wirelinetelephone directory listings, originating service provider 26 ofrequesters 4 listings, WAIN listings and other listings such asproviders of goods and services. Database 18 preferably supportsmultiple database tables for a voluminous quantity of listings andmultimedia data associated with each user or organization that issponsoring a group of users.

It should be noted that the present invention augments the databasetables described in U.S. Pat. No. 6,404,844, the entirety of which isincorporated herein by reference, by including several additional fieldsto support new features as discussed herein.

Database 18 can be based on any known database software and any knowndatabase format. The hardware configuration of database 18 can be anyhardware platform capable of supporting the quantity of users andentries in their respective database tables. As such, database 18 can bestored on any device capable of storing the information.

Those of ordinary skill in the art can appreciate that although database1.8 is shown as a single unit, it is not limited to this configuration.Database 18 can be comprised of multiple hardware units, i.e., centralprocessing units and/or storage devices such as CD-ROMs, hard diskdrives, tape disk drives, etc. which can communicate with each otheracross a transmission link. In addition, while only specific tables andfields within database 18 are discussed in detail, the current inventiondoes not limit the table schema in database 18. In accordance with oneembodiment of the present invention each database in system 2 or system2′ such as database 18 or 18′ stores the same information. In analternate embodiment, it is also contemplated that database 18 can takethe form of a distributed database. For example, users who are primarilybased on the west coast can be supported from a portion of database suchas database 18′ located in California, while users primarily located onthe east coast can access a portion of database such as database 18located in New York.

As illustrated in FIG. 3, listing table 52A stores information abouteach subscriber 6. This listing information includes, but is not limitedto: the wireless phone number, subscriber 6 name, the directory listedname, address, defined locality, wireline phone number field, e-mailaddress field, company, wireless carrier, billing information, specialfeatures code, WAIN connect field, type of data field, data sourcefield, NPA/NXX wireless field, device capability field, specialannouncement field, general announcement field, special services field,pre-announcement field, license plate field, geo-code field and othercodes used in system 2 to populate various fields of call completiondata packet 50.

The wireless phone number field of listing table 52A identifies thephone number of subscriber 6, for example a cell phone number. The namefield represents the actual name of the subscriber for subscriber 6. Thedirectory listed name field represents the chosen listing name forsubscriber 6. For example, this field could hold the subscriber's realname, nickname or the chosen alias for the subscriber. The addressfields of listing table 52A are contemplated to contain one or moreaddresses that contain one or more of the following fields: streetaddress 1, street address 2, city, state, country, zip code and zip +4address of the subscriber for subscriber 6.

The defined locality field identifies the subscriber's preferredlocality or combination of localities. For example, a subscriber 6residing in NYC, who frequently works in New Jersey may have a mobilephone which has been assigned with a Westchester area code. Thissubscriber 6 may elect to add both New York City and New Jersey or someother designation as a desired location in the defined locality fieldfor being included in for directory assistance searches initiated byrequesters 4.

Without such a feature subscriber 6, who is known to his co-workers andfriends as a New York City resident cannot be located by a prior artdirectory system. In the above example, in the systems employed by theprior art, if a requester contacts the directory assistance service andasks for “subscriber 6” located in “New York City” or “New Jersey” thesystem will be unable to retrieve that reference because that particularsubscriber's wireless number is based in Westchester and thus will notappear in the search results for a New York City resident.

However, with the defined locality field in listing table 52A of thepresent invention, a requester 4 who contacts the directory assistanceservice and asks for “subscriber 6” located in “New York City” thesystem will be able to retrieve the wireless listing for subscriber 6even though the area code is a Westchester area code. In performingsearches of database 18, system 2 will look not only for area codematches to the requested location but it also searches through thedefined locality fields for matches. Thus, for a subscriber 6, with aWestchester area code, that has entered both New York City and NewJersey in their defined locality field, their listing will appear onsearches directed to “subscriber 6” in “New York City”, “New Jersey” and“Westchester.”

The wireline phone number field identifies one or more wireline phonenumbers of subscriber 6. The e-mail field identifies one or more e-mailaddresses of subscriber 6.

The company field of listing table 52A identifies the company for whichthe subscriber of subscriber 6 works. The wireless carrier field oflisting table 52A identifies the service provider 26 for subscriber 6.This information can be used in conjunction with the closing promptfeature as well as billing and other related features.

The billing information field of listing table 52A contains informationspecific to subscriber 6 which will support the billing function. Thisfield provides system 2 with the specific billing instructions forsubscriber 6 including the service provider information as well asspecial service subscriptions. For example, the subscriber of subscriber6 may elect to incur charges on incoming calls. In this case, thebilling information field would indicate that subscriber 6 is notresponsible for the cost of the inbound call from requester 4.

The special features code field of listing table 52A identifies anyparticular special features that may be associated with the subscriber's6 account. This includes information such as group connect features,where a large employer distributes a number of phones company-wide. Insuch instances, a single billing party may have several or even hundredsof wireless accounts listed under one name, such that the actualindividuals who use the wireless devices do not appear on the listing.Information in this field can be used for category searches, such as allemployees at company XYZ; special billing codes; or possibly for use inclosing prompt selection, if one is not already specified by subscriber6.

The subscriber identification number (WAIN) connect field of listingtable 52A identifies the degree of availability of the listing fordisclosure. The type of data field of listing table 52A identifies thetype of wireless device that is being listed in the subscriberidentification number (WAIN) listings table.

The data source field of listing table 52A identifies the data sourcefrom which the subscriber 6 listing originated. This field providesinformation to system 2 identifying the source of this listing such as aservice provider or any other entity, for example a third party or thesubscriber of subscriber 6 that supplied the data contained in database18, and can be used in conjunction with such features as the closingprompt or with bonuses or incentives.

The NPA/NXX wireless field of listing table 52A identifies whether ornot requester 4 is using a wireless device or landline device. Thisfield is used to turn on and off certain features, which may only beavailable to either wireless or land based phones.

The device capability field of listing table 52A identifies thecapabilities of subscriber 6 device. It is contemplated that thesecapabilities may include: SMS, WAP, iMode, etc., capabilities.

The special announcement field of listing table 52A and/or database 18identifies if there are any particular special closing prompts paid foror requested by either subscriber 6 or a preferred provider to be usedby closing prompt module 27.

The special announcement field of listing table 52A and/or database 18is also used to cross-reference other services provided by system 2. Itis contemplated in the current invention that system 2 shall be enabledto provide traditional directory assistance as well as enhancedtraditional directory assistance which includes but is not limited toadditional services such as: restaurant recommendations andreservations; movie times and ticket purchase; category searches;alternate language services, directions services, and preferred provideropportunities.

The special announcement field is intended to enable the crossreferencing of announcements and/or closing prompts to direct requester4 to other services offered by system 2. These messages can be tailoredas well to provide precise information on the availability and extent towhich those services are offered. It should be noted thatcross-referencing codes found in the special announcement field can beused alone or in combination with designed closing prompts.

The general announcement field of listing table 52A and/or database 18identities if there are any general closing prompts attached tosubscriber 6's listing to be used by closing prompt module 27. Thisfield is similar to the special announcement field; however, the closingprompts called for here are not specifically tailored to the subscriber6.

Similar to the special announcement field, the general announcementfield also allows for the use of multiple codes and also allowscross-referencing of other system 2 services. For example, if the samepreferred provider restaurant offered reservations, it may wish toinclude a cross referencing closing prompt in their general announcementfield. Unlike the special announcement field, the cross referencingprompt would not be specifically tailored to the restaurant but insteadwould be of more generic variety.

The special services field of listing table 52A and/or database 18identifies any special services that a third party may provide. Thisfield is used when performing category searches when a requester 4wishes to direct their search for certain abilities or conditions, suchas: open 24 hours, Spanish speaking, hearing impaired compatible etc.For example, if a requester 4 asks for all Spanish-speaking restaurantsin the area, when operator terminal 20 searches database 18, the onlylistings that will be retrieved will have a Spanish speaking code in thespecial service field.

The pre-announcement field of listing table 52A identifies if thesubscriber of subscriber 6 wishes to have any incoming callspre-announced. This field determines whether there is preference forvoice or text or multimedia pre-announcements assuming the serviceprovider for subscriber 6 supports the appropriate formats. If bothformats are not supported the pre-announcement field will default towhatever is supported by the service provider. If a preference for avoice pre-announcement is indicated or if the service provider can onlysupport a voice pre-announcement, it is contemplated by this inventionthat this field will include but not be limited to the following fouroptions: connect call with pre-announcement, connect call withoutpre-announcement, connect call only to subscriber 6's voicemail, andconnect call to a system 2 temporary voicemail device (VRU). In theevent that the subscriber of subscriber 6 chooses message delivery only,it is contemplated by this invention that the temporary voicemail device(VRU) will prompt requester 4 to record and store a message, and willthen attempt to deliver the message to subscriber 6 via voice and/ordata delivery.

Once requester 4 indicates that he/she has accepted the messagerecorded, the call will be disconnected. If a preference for a dataand/or text pre-announcement is indicated or if the service provider canonly support a data and/or text pre-announcement, it is contemplated bythis invention that this field will include but not be limited to thefollowing one option: connect call with data and/or textpre-announcement. It is contemplated by this invention that this optionshall specifically include the conversion of a recorded voice message totext and the delivery of that message via any of but not limited to thefollowing formats: SMS, WAP, Mode, instant messaging, etc.

The license plate field of listing table 52A contains the License plateof the primary vehicle associated with the subscriber of subscriber 6.This information can be used to associate a subscriber with one or morevehicles in which they may be traveling.

The rate plan field of listing table 52A contains the rate plan ofsubscriber 6. This information is used to determine things such as ifroaming charges will apply, if long distance charges will apply and thenumber of monthly minutes associated with the plan.

Finally, the geo code field of listing table 52A stores informationrelated to the geographic location of subscribers 6 and requesters 4. Ageo-code field is also provided in a temporary file 52B that is set upwhile requester 4 is being handled. The geographic location of asubscriber 6 may be based on the area code of the subscriber in the caseof land lines or may be based on other information in the case ofwireless connections. In the case of requester 4 contacting system 2,where requester 4 is seeking directions or other information relating tothe requester's location, system 2 creates a temporary file forrequester 4 at the time of the call and populates a geo code listingfield with a code corresponding to requester 4 location.

Regarding subscriber 6 locations, the geo-code field for land linenumbers may either be given by subscriber 6 or generated by system 2based on other information such as address, area code and DIDinformation.

Regarding the location of requester 4, the geo-code field is populatedwhen requester 4 calls in and requests information which requires thecustomer service representative to know the location of requester 4. Inthis event, such as a directions request, the customer servicerepresentative will ask requester 4 for their location and enter it inthe operator terminal 20. The location will be stored as a location codein the geo-code field for that requester.

Alternatively, in either case, if an auto location system 400 isavailable, the geo-code field can be updated at any time, eitherinitially, periodically, or even during the call based on the autolocation information. Auto location information is updated based on theposition information of either wireless subscriber 6 and wirelessrequester 4generated by OPS (Global Positioning System), Triangulation,or any other method of automatically locating them and continuouslytransmitting this information based on a polling arrangement or othermeans known in the art.

The geo-code information stored in the geo-code field can be of any typeor style of information capable of conveying a physical geographiclocation. For example, geo-code information may be stored directly inlatitude-longitude format. Alternatively, a code can be assignedcorresponding to a location on a map which, when combined, operate topinpoint a physical location.

For example, in one embodiment of the present invention for determiningthe geo-code, a default locality can be identified with each incomingDID/NPA (Direct Inward Dialing/Area Code). This DID/NPA first identifiesthe metropolitan area the requester 4 is calling from or the subscriber6 is located in. The latitude and longitude is assumed to be at acenterpoint of that metropolitan area. From that, the location can befurther pinpointed either by having the customer service representativeenter the information for address and cross street, which, when enteredinto a geo-engine determines the exact location, or in the case system 2is operating with automatic location module 400, the exact location isrefined through GPS, triangulation or any other means employed by module400.

It should be noted that these options for geo-code data storage areintended only as examples of possible methods and are in no way intendedto limit the scope of the present invention. Any method used by system 2to store physical location information of subscriber listings in a geocode field is within the contemplation of the present invention.

It should be noted that the goo code field information may either bepopulated by internal system 2 info, automated information as describedabove, or alternatively the geo-coding and any corresponding mapinformation may be provided to system 2 via a third party vendor.

The geo code field on listing table 52A, or temporary file 52B, isutilized by system 2 in order to allow the customer servicerepresentative to search database 18 for listings based on geographiclocation. For example, requester 4 could ask for the nearest 24 hourconvenience store. The operator would search database 18 for listing intable 52A with a 24-hour notation in the special service field andsimultaneously for the store with a location in the geo code field whichis closest to the location of requester 4. The location of requester 4can either be provided by requester 4, or it can be determined byauto-location system 400 described above.

Another example of geo-coding which can be employed by system 2 is forrequester 4 to utilize multiple geographic locations including landmarksto request a desired listing. For example, if a user is near a landmarksuch as the Empire State Building, requester 4 can ask the customerservice representative for the closest pizza restaurant from the EmpireState building. Using the geo-code information, and entering both thelocation of the landmark, as opposed to requester 4's location, thecustomer service representative can retrieve that information.

It is contemplated by the current invention that operator terminal 20has the ability to perform searches on any one field or combination offields in listing table 52A and/or database 18. This includes but is notlimited to locating WAIN listings by email address, defined locality,directory listed name, address, company, name, wireless carrier, licenseplate, wireline phone number and/or even a reverse search listing byWAIN

In operation system 2 compares the geo code of requester 4, as generatedabove and either compares it to a geo-code for a known subscriber 6listing or searches listing table 52A geo-codes field in an attempt tofind subscriber 6 listings which match the request in the case of“closest to” requests. These comparisons and direction generation may bedone within system 2 or alternatively the geo-code comparisons may beoutsourced to third party vendors.

It should be noted that although the field description as discussedabove was for WAIN Listings Database 18, WAIN Listings Database 18′preferably operates with substantially similar field structure.

Table 52A for WAIN listing databases 18 and 18′ is configured not onlyto store subscriber information but also to provide system 2 with theability to properly handle feature requests. For example, informationstored in the special features code field in listing table 52A allowssystem 2 to provide features such as preferred language and targetedadvertising promotion.

In addition to providing a wireless white pages service supported bydatabase 18 other services are available through system 2. For example,a directions unit within enhanced services module 21 provides system 2with a means to send directions to a requester 4. A directions unit isincorporated in the enhanced services module 21 used by agentapplication 19 running on operator terminal 20 and allows a customerservice representative to retrieve directions and transmit them torequester 4. The directions feature in enhanced services module 21 maybe a stand alone unit that is configured to calculate directions basedon a starting and a destination address, or other criteria as currentlyknown in the industry. In accordance with another embodiment of theinvention, enhanced services module 21 may be connected via acommunications channel, for example, Internet, to a remote directionscalculating unit operated by a third party such as those available byMAPQUEST™.

In another example, restaurant reservations are also integrated into theenhanced services module 21 used by agent application 19 running onoperator terminal 20 and provide system 2 with the ability to securereservations and provide recommendations for restaurants to a requester4. Reservation services are activated when the subscriber such asrestaurant or other related service provider, such as a caterer,activates the reservations services at enhanced services module 21 ofsystem 2. The reservations feature in enhanced services module 21 may bea stand alone unit that is configured to arrange reservations based onup-to-date information received from a participating restaurant, orother criteria as currently known in the industry.

In accordance with another embodiment of the invention, enhancedservices module 21 may be connected via a communications channel, forexample, Internet, to a remote reservations service system operated by athird party.

Recommendations are activated when a subscriber such as the restaurantor a restaurant recommendation service decides to place its informationin a recommendation index found within restaurant reservation andrecommendation system in enhanced services module 21.

In a third example, movie ticket and schedule software is incorporatedinto the enhanced services module 21 used by agent application 19running on operator terminal 20 and provides system 2 with the abilityto provide movie information and ticket purchasing. These services areactivated when a subscriber such as a movie theater, playhouse or otherrelated business, or a movie information provider provides theinformation to system 2.

Closing prompt module 27 provides the closing prompt identification datathat will be included in a defined field such as closing prompt codefield 58 of the call completion data packet 50 as shown in FIG. 4. Asmentioned, call completion data packet 50 prompts switch 12 with acommand to activate the appropriate closing prompt. Closing promptmodule 27 functions in conjunction with agent application 19 to generatea call completion data packet 50. Call completion data packet 50presents information to switch 12 to generate a closing prompt based onclosing prompt code field 58 of the call completion data packet 50,which is recognized by switch 12. Closing prompt module 27 can eitherexist as a physically separate unit or it can exist as a functionalmodule of agent application 19 software.

While one embodiment of the invention has been described above, theinvention contemplates that call completion data packet 50 can be usedby any combination of hardware and software such as: an ACD, a PBX, astandalone VRU (Voice Response Unit)/ASR (Advanced Speech Recognition),application software and the like, to generate the closing prompt basedon the closing prompt code

Agent application 19 software then creates a call completion data packet50. Alternatively, closing prompt module 27 or some other applicationcould create call completion data packet 50; however, for the purposesof this discussion agent application 19 will be forming call completiondata packet 50. As illustrated in FIG. 4, call completion data packet 50is comprised of multiple data fields. This can include but is notlimited to the originating phone number of requester field 54, thesubscriber identification number (WAIN) information field 56, closingprompt code field 58 and pre-announcement field 59. It should be notedthat it is contemplated by the current invention that the WAINinformation field may include both wireless and wireline listings.

In one embodiment of the present invention, agent application 19 promptsoperator terminal 20 with a search screen 300, as illustrated in FIG. 6.This screen allows the customer service representative at operatorterminal to enter search information, so as to retrieve the data fromdatabase 18, so as to complete the request of requester 4.

Search screen 300, is provided with a search window 302 for entering aterm to be searched against the various fields in each of the listingtable 52A entries in database 18. A field restriction window 304 isprovided to accompany search window 302 so as to restrict the searchagainst a particular field in listing table 52A. For example, a customerservice representative can enter a word into search window 302 and thenrestrict the search for that term to a particular field such as name, oraddress in field restriction window 304.

This process can be repeated, or multiple search windows 302 and fieldrestriction windows 304 can be provided on a single search screen 300 soas to allow searches of database 18 based on multiple criteriasimultaneously so as to provide more accurate results to requester 4.There is no limit to the number of search criteria that can be used bysystem to search listing tables 52A of database 18 to arrive at the mostaccurate response to requester's 4 inquiry.

It should be noted that search screen 300 is intended only as an exampleof how searches can be carried out by agent application 19 and operatorterminal 20, however this is in no way intended to limit the scope ofthe present invention. Any similar screen utilized by a similardirectory assistance system to retrieve data from a database is withinthe contemplation of the present invention. For example, additionalmaterial that can be included on search screen 300 to assist insearching and delivery may include but is not limited to the numberdialed by requester 4, the service provider of requester 4, location ofrequester 4 (either populated by manual entry by customer servicerepresentative or by automated-location technology) and languagepreference of requester 4.

In one embodiment of the present invention the location of requester 4is automatically placed into search screen 300 via an auto locationsystem 400, as illustrated in FIG. 1. Auto location system may be anyone of a GPS (Global positioning system), triangulation, or any othersystem capable of pinpointing the location of requester 4. Auto locationsystem 400 may be supported internally by system 2 or it may beoutsourced to a third party.

Auto location system 400 is particularly useful when requester 4 isrequesting subscriber listing based on request for “closest to.” Thisallows system 2, through the use of the geo code field to comparelocations and provide requester 4 with a subscriber 6 listing which isin close proximity to requester 4. In this situation, auto locationsystem 400 reduces the response time by automatically providingrequester 4 location to operator terminal 20 rather than having thecustomer service representative enter the information manually.Auto-location system 400 is particularly useful when requester 4 is lostor does not know his exact location.

In one embodiment of the present invention, agent application 19 andoperator terminal 20 may provide the customer service representativewith different search screens 300 based on certain criteria aboutrequester 4 provided by incoming caller information record 15.

For example, in one embodiment of the present invention, as illustratedin FIG. 7, search screen 500A is provided where requester 4 is callingfrom an exemplary first service provider, as identified from serviceprovider field of incoming caller identification record 15.Alternatively, as illustrated in FIG. 8, search screen 500B is providedwere requester 4 uses an exemplary second service provider. This allowssystem 2 to recognize the service provider of requester 4 so thatspecial features may be included in the search screen which are uniqueto certain service providers. For example, search screen 500A for thefirst service provider may allow enhanced searching of database 18 forother customers of the first service provider. As such, search screen500A is provided with a special feature search 510A window for thatpurpose. Alternatively, the second service provide may not provide sucha feature and, as such, there is no corresponding search window insearch screen 500B

In addition to providing additional search features, each of the variousservice providers that employ system 2 may require the customer servicerepresentative to make different opening statements. For example, instatement window 515A in search screen 500A, when a first serviceprovider call is answered, the customer service representative isprompted to say, “Welcome to XYZ directory assistance.” Alternatively,if the call originates from a second service provider caller thenstatement window 515B on search screen 500B will prompt the statement,“Welcome to ABC caller services.” It should be noted that statementwindow 515A and 515B are intended only as examples of differentiation ofsearch screens between different service providers and is no wayintended to limit the scope of the present invention. For example,instead of providing speaking instructions the introductions may beincluded in the search screen 500A and 500B as wave files to be read torequester 4 automatically by VRU switch 12.

By employing specialized search screens 500A and 500B the operator isable to immediately answer the call properly without having to look upwhich statement to read or wait for the retrieval of the proper searchscreen. Additionally, when the statement is changed by a serviceprovider, the statement can be changed in system 2 automatically anddistributed immediately to all operator terminals 20.

Yet another advantage of specialized search screens such as 500A and500B is that the content of each search screen can be different based onthe specifications provided by the service provider. For example, asearch screen may direct requesters 4 to special services, which can belinked to directly from the operator terminal screen. If a first serviceprovider is offering movie tickets and times a special feature window525A would appear on search screen 500A allowing the customer servicerepresentative to link directly to those services with out redirectingthe call to other operators. Another search screen for a differentservice provider may provide a link to one of many available restaurantlistings as specified by that service provider. This feature greatlyincreases the amount of service that can be made available throughsystem 2 while simultaneously offering those service at little or noadditional overhead, and also with little or no additional time forretrieving and delivering the requested data.

It should be noted that the above described specialized search screensare intended only as examples and are in no way intended to limit thescope of the present invention. For example, in the event differentservice providers may offer different services as well as requiring thecustomer service representative to read different introduction, possiblyrelated to their particular services. Specialized search screens whichincorporate combinations of the features described herein are within thecontemplation of the present invention.

In one embodiment of the present invention, as illustrated in FIG. 9,search screen 500C is provided, which is a Spanish language screen. Whenrequester 4 calls system 2, incoming caller identification record 15maintains a preferred language field which alerts agent application andoperator terminal to not only forward the request to a customer servicerepresentative who speaks Spanish but also a Spanish language searchscreen 500C. System 2 can base the decision of using Spanish languagesearch screen 500C based on either information included in incomingcaller identification record 15 or on caller DID as discussed above.

In one embodiment of the present invention, as illustrated in FIG. 10,search screen 500D can be designed to include special features or eveninclude pre-entered information into search windows based on the DIDfield from the incoming caller identification record 15. For example,search screen 500D may include an area special search feature window 520which is only included for searches which originated from a particulararea code. This feature may be utilized to favor certain subscriberlistings who advertise by area of the country so that, for example, ifrequester 4 calls from an area code in Arizona and there is a particularsubscriber 6 who is in the area and has paid system 2 to be favored,when requester 4 requests the nearest convenience store listing theparticular paid advertiser subscriber 6 will be selected over othergeographically equidistant subscriber 6 listings. Search screen 500D mayalso populate area special search feature window 520 with informationobtained from auto-location system 400 rather than from the DID field ofincoming caller identification record 15.

In this configuration, special feature search window 520 may bepopulated automatically with the location of the caller under theassumption that the requested listing will most likely be in proximityto requester's 4 location. This information is preferably automaticallyentered by auto-location system 400. However, if auto-location 400 isunavailable, requester's 4 presumed location may be populated based onthe requester's 4 DID field. For example, when the requester 4 phonenumber includes an area code, search window 520 appears with thelocality corresponding to that area code. The requester's 4 personallocation may also be populated based on the number dialed to contactdirectory assistance system 2 using a presumed location. The customerservice representative then has the chance to confirm the localitypresumed by system 2 after receiving the desired locality of requester4.

This arrangement reduces the amount of time it takes for the customerservice representative to enter the appropriate caller location,necessary for features which require that information. In the event thatthe location of requester 4 is incorrect, the operator has the option ofmanually changing the information.

In one embodiment of the present invention, as illustrated in FIG. 11,search screen 500E can be designed to include special features relatedto directions requests based on the DID field from the incoming calleridentification record 15. For example, search screen 500E may include adestination window 522 which is included when a call comes in over aparticular DID reserved for directions requests. Additional directionsrelated widows may be included on search screen 500E to furtherfacilitate the direction retrieval process as discussed above. If in thecase the caller auto location system 400 is active the startinginformation window on search screen 500E will already be populated.

It is noted that this arrangement greatly reduces the amount of timenecessary for the operator to enter the starting location information ofrequester 4 when they are attempting to obtain directions. This isparticularly advantageous when requester 4 is seeking directions for along or complicated route. In such a case, a requester's 4 may actuallycontact operator terminal 20 several times en route to their desireddestination, requiring the recalculation of directions several times,each time from their current starting location. The ability toautomatically populate the starting location of requester 4 viaauto-location system 400 reduces the amount of operator time necessaryto obtain the directions.

It should be noted that the above examples of special search screens500A-500E are intended only as examples and are in no way intended tolimit the scope of the present invention. Any number of criteriacollected by system 2 regarding requester 4, used by agent application19 and operator terminal 20 to generate a specialized search screen tobe distributed to the customer service representative or to pre-populateparticular fields in the standard search window, is within thecontemplation of the present invention.

Call completion data packet 50 is formed by agent application 19 atoperator terminal 20 using information from incoming call informationrecord 15, listing table 52A from database 18, and closing prompt module27. This information is then organized and used to populate the fieldsof call completion data packet 50.

The originating phone number field 54 is the originating phone number ofrequester 4. The subscriber identification number (WAIN) informationfield 56 is the requested listing of the subscriber. This information isprovided to operator terminal 20 by the retrieved listing from listingtable 52A and/or database 18. The WAIN information field identifies theproper destination for the completed call. This information is used toproperly connect requester 4 to subscriber 6. Closing prompt code field58 of call completion data packet 50 contains instructions on whichclosing prompt to retrieve, use and play for requester 4.Pre-announcement field 59 of call completion data packet 50 denotes tothe Voice Response Unit (VRU) whether or not a pre-announcement featureis activated. If the pre-announcement feature is activated the VRU willannounce requester 4's identity to subscriber 6 by either voice or textmessage so that subscriber 6 can determine whether or not to accept thecall.

When combined, the originating phone number of requester field 54, theWAIN information field 56, the closing prompt code field 58, and thepre-announcement field 59 contain all of the information needed toinitiate and complete the call, play the appropriate closing andpre-announcement.

Wide Area Network (WAN) 25 is configured to couple all operatorterminals 20 to system 2 and 2′. This includes connections betweengeographic locations, such that operator terminals 20 located at a callcenter can connect with switches 12 at other remote locations. As notedearlier and to be discussed in more detail below, because primary callcenter 16 may route calls to remote operator terminals 20′ it isnecessary that those operator terminals 20′ be able to communicate backto the originating switch 12 in order to connect to the proper call. WAN25 is configured to relay call completion data packet 50 to theappropriate switch 12 in order to complete requester 4's call.

Agent application 19, as supported by one of the operator terminals 0,communicates via operator terminals 20 to any one of the switches 12with the combination of systems 2, 2′ etc. via Wide Area Network 25(WAN). WAN 25 allows customer service representatives at operatorterminals 20 to transmit a call completion data packet 50 from operatorterminals 20 to any one of switches 12. In the event that agentapplication 19 is unable to successfully pass call completion datapacket 50 due to any number of reasons including but not limited to theunavailability of WAN 25 or the rejection of call completion data packet50, Agent application 19 can initiate call completion using in-bandsignaling such a DTMF. This allows agent application 19 to put thecaller on soft hold and pass the destination digits to switch 12 via thesame trunk. Switch 12 then accepts the digits and releases the call tocall center 16 and initiates call completion as described hereinafter.

As discussed above out-of-band processor 200 delivers instructions fortransmitting the desired information to requester 4 as indicated byoperator terminal 20. These options include, speaking the requestedlisting via VRU/switch 12, sending the requested listing via SMS, WAP,HTTP or other text protocol, direct connection to subscriber 6 or anyother feasible deliver method supported by requester's 4 device andservice provider. By signaling the closing operation method fromoperator terminal 20 to switch 12 via out-of-band processor 200 thesignal processing speed is greatly increased overcoming the currentsystem slowing drawbacks associated with in-band signaling currentlyused in directory assistance systems.

As part of the call completion process, switch 12 has the ability toselect the optimal trunk group to be used for the completion ofrequester 4 to subscriber 6. For example, if switch 12 has a directconnection to the service provider 26 of subscriber 6, the completion ofthis call would be implemented over this link.

In the case where switch 12 did not have a direct connection to theservice provider 26 of subscriber 6, the completion of this call wouldbe via the PSTN 10. This allows switch 12 to select the most costeffective means of delivering the call to subscriber 6. This selectionof the outbound trunk group may be determined by call completion table17 (as shown in FIG. 1) based on information contained in callcompletion data packet 50. For example, the NPA.NXX of the number in theWAIN information field 56 in call completion data packet 50 can be usedto indicate service provider 26 for that listing. This information isthen used to determine whether a direct connection exists from switch 12to that service provider 26. If such a direct connection exists, thenthe first choice route for this call would be via that link. In theevent that such direct connection is not available or does not exist, analternate route such as a connection to the PSTN 10 could be used.

As discussed above, when completing the call to the requester, operatorterminal 20 may utilize in-band or out-of-band processing. In operationas the call is to be completed a section of the search screen, such asspecialized search screens 500A-500E, will indicate all of the possiblecall completion possibilities. This allows the user, or if no preferenceis given, the customer service representative, to easily select from allof the available cal completion options for the requester. These optionsinclude but are not limited to, connection with the requested listing,delivery of the listing by voice via switch/VRU12, SMS, e-mail, HTTP,WAP, fax, or any other means supported by the device used by requester4. In the event requester 4 has a subscriber listing stored in table52A, system 2 may utilize the information contained in the devicecapability field, to provide search screens 500 on operator terminal 20with the feasible connection alternatives.

Requester Call Operations

As illustrated in the flow diagram of FIG. 5, initially, at step 100,requester 4 calls system 2. The method for accessing system 2 can be viaany known dialing pattern such as an “800” number, an NPA.NXX number orNPA-555-xxxx, but also can be a shortened information-like number, suchas “411,” “555,” “#555,” etc. Preferably, access to system 2 is arrangedsuch that the access number dialed by requester 4 is availablenationwide such that requester 4 need not be concerned with individualaccess numbers depending on their location, or whether they areaccessing system 2 via a wireless device or a wireline device.

At step 102, Mobile Switching Center (MSC) 8 recognizes the patterndialed by requester 4 as belonging to system 2 (i.e., a request forcommunication assistance) and routes the call to switch 12 along withthe originating phone number of requester 4. Switch 12 tracks calldetail information upon receiving the call from MSC 8.

An additional feature of switch 12 is its ability to recognize andtranslate dial number strings allowing system 2 to provide agentapplication services to multiple customers. Upon dialing the appropriatenumber, MSC 8, is configured to recognize that the dialed number stringbelongs to the communication assistance system and method, and routesthe inbound call to switch 12. If necessary, prior to routing the callto switch 12, MSC 8 may translate the user's dial string (for example#555) to a digit sequence recognized by system 2.

This translation allows different service carriers to access the serviceprovided by the present invention using either a universal access numberor different user dial strings. For example, in the event that twocarriers decide to use different dial strings (i.e. cellular telephonecarrier A may support access to system 2 by dial string *5 whilecellular carrier B may access the service using the dial string 411),each carrier's Mobile Switching Center (MSC) 8 may or may not select totranslate this dial string before routing the call to switch 12. Uponreceiving the inbound call, switch 12 may further translate the MSC 8dial string and route the call to primary call center 16. The numbersent by switch 12 allows system 2 to identify the particular MSC 8 fromwhich the dial string was received along with the actual MSC dial stringso that elements of system 2 can determine what service is desired, andwhere the inbound call originated. It is also contemplated by thisinvention that calls may originate from a wireline carrier and/or VoIPcarrier as shown in FIG. 1.

An additional feature available using this technology is to provide aseparate dial string as an indicator of preferred language informationto system 2. For example, if a dial string such as NPA.555.1818 is used,switch 12, after translating the MSC dial string, will automaticallysend a Spanish language preference indicator in incoming callinformation record 15 so that the primary call center 16 will route thecall to an appropriate operator terminal 20, such as a Spanish speakingoperator. Advantageously. Spanish speaking operators may be locatedremotely from system 2 and calls to be handled by them may be routed viacall center 16 to a remote call center 16′ as described above inreference with FIG. 1.

It should be noted that the above example of call signaling methodologyis intended only as an example of call routing and requester 4identification and is not intended to limit the scope of the presentinvention. Any such signaling methodology protocol, which is capable oftransmitting the call between the MSC 8 and switch 12 is within thecontemplation of the present invention.

At step 104, switch 12 routes the call to primary call center 16. Toperform this task, switch 12 creates incoming call information record15, as shown in FIG. 2, with the pertinent information as described inmore detail above, and selects a direct trunk to call center 16. Theconfiguration being used to carry the call between switch 12 and primarycall center 16 preferably is a release link mink configuration,discussed above in detail. While not discussed here, it is contemplatedthat any trunking and/or signaling configuration can be used to routethe call from switch 12 to call center 16. It is also contemplated bythis invention that switch 12 may connect this call to call center 16via Public Switched Telephone Network PSTN 10 (i.e. using an 800 numberor a directly dialed number).

Next, at step 106, upon receiving the call from requester 4, primarycall center 16 notifies an available operator terminal 20 with theappropriate skills, if necessary, that an inbound request has arrivedand routes the call there. Upon establishing a link between requester 4and operator terminal 20, primary call center 16 establishes a voice andcommunications link from the caller to the customer servicerepresentative. The two-way voice communication is routed directly fromrequester 4 through primary call center 16 to operator terminal 20,having an attached telephonic communication means.

The data communication, which may include any information contained inincoming call information record 15 (i.e. the number dialed by requester4 (the DID), the preferred language code, the originating phone numberof the requester and the requester service provider field) istransmitted to the primary call center 16 to operator terminal 20 viaComputer Telephony Interface (CTI) 29. CTI 29, deployed between primarycall center 16 and operator terminals 20, is used to communicate theinformation necessary for the customer service representative and agentapplication 19 software to handle and complete the call. As discussedabove, based on incoming caller information record 15, system 2 selectsthe appropriate search screen 300 or specialized search screen 500A-500Dto present to the customer service representative at operator terminal20.

Using this link, an agent asks requester 4 for information regarding theservices they are requesting. Requester 4 supplies the necessaryinformation. An example of this information may include but is notlimited to: the directory listed name, the defined locality, the emailaddress, the name, wireline phone number, license plate, location etc.or any combination of this information for creating a multiple fieldsearch criteria. Thus for example, the caller may ask for the Chineserestaurant on Main street, without remembering the name of it.

In another example, a requester 4 asks the agent for a type of locationclosest to a given landmark. For example, is requester 4 is located nearto a landmark, which maintains a listing in database 18, then usingmultiple search criteria, the agent can enter the location of therequester, the landmark location and then simultaneously search for thenearest requested listing type such as a restaurant, hardware store,etc.

It is contemplated by the current invention that traditional directoryassistance and enhanced directory assistance may also be provided bythis system. As discussed above, operator terminal may conduct thissearch based on one or more criteria simultaneously so as to provide amore accurate result for requester 4. Additionally, if auto-locationsystem 400 is in operation, the location of requester 4 is automaticallytransmitted to operator terminal 20 at this time.

It should be noted that based on the search screen selected variouselements of information may already he included on search screens500A-500E. For example, in the event requester 4 is asking fordirections and auto-location system 100 is in operation, when directionssearch screen 500E is prompted the window for the starting location ofrequester 4 will already be populated. Similarly, when the requester 4has asked for special services such as ticket, movie, restaurant, orreservations services, system 2 recognizing the DID used by requester 4to contact system 2 via incoming caller identification record 15, willselect an appropriate search screen 500 and pre-populate various windowson those search screens 500 so as to further reduce the time required bythe customer service representative to retrieve the requested listings.

At step 108, the agent at operator terminal 20 then initiates a searchof database 18. Of course, if primary call center 16 is busy or thereare no available operator terminals 20, the requester 4's call can beforwarded to call center 16′ which can accommodate the requester'sinquiry in the same manner as described above in step 106. If therequested listing is unavailable, the agent awaits further instructionfrom requester 4. It should be noted that the customer servicerepresentative at operator terminal 20 allows the representative tosearch database 18 through several different fields on listing table 52Asimultaneously, including the ability to search for listings based ongeographic location using the geo code field.

Next at step 110, agent application 19 software on operator terminal 20constructs call completion data packet 50. Call completion data packet50 is prepared using information from incoming call information record15, Listing table 52A, database 18, closing prompt module 27, agentapplication 19 and verbal information from requester 4.

Upon completion of call completion data packet 50, operator terminal 20transmits call completion data packet 50 to switch 12 via Wide AreaNetwork 25. WAN 25 is connected to all switches 12 and all operatorterminals 20 in system 2, such that should an operator terminal 20 beremotely located from switch 12 as a result of call routing, operatorterminal 20 will be able to send the call completion data packet 50through WAN 25, even to remotely located switches 12. The appropriateswitch 12 is identified by agent application 19, using the DID whichidentifies the originating switch where the requester's 4 call enteredsystem 2.

Alternatively, as discussed above, switch 12 can be instructed byoperator terminal 20 and agent application 19 via out-of-band processor200 on how to end the call with requester 4. Switch 12 receives theout-of-band signal and terminates the call by either relaying therequest by voice, SMS, HTTP, WAP or by directly connecting requester 4directly to subscriber 6. As discussed above, and as illustrated inFIGS. 6-11, the various call completion options are contained in ahighlighted or tabbed portion of search screens 500, making the callcompletion selection process as convenient as possible.

Next, at step 112, switch 12 completes the call in the manner selectedby operator terminal 20 in the previous step

Additionally, upon completion of the call, switch 12 uses theinformation in closing prompt code field 59 of call completion datapacket 50 to play the appropriate closing prompt to requester 4 justbefore they are connected to subscriber 6.

Although the present invention has been described in relation toparticular embodiments thereof, many other variations and modificationsand other uses will become apparent to those skilled in the art. It ispreferred, therefore, that the present invention be limited not by thespecific disclosure herein, but only by the appended claims.

1. A communication assistance system comprising: a first database havinga plurality of listings therein, each of said listings having at leastone contact name and a corresponding contact number; a means forreceiving communications from a user among a plurality of users desiringto access said listings; and an operator terminal for displaying asearch screen among a plurality of search screens each of which maintainat least a partially different arrangement of content and search windowsfor receiving search terms to search for listings contained in saidfirst database, wherein said displayed search screen is determined basedon criteria contained in a search request from said user, said operatorterminal further configured to receive said communication from said userand retrieve a listing from said first database using said displayedsearch screen.